Technical Service Engineer

Technical Service Engineer at RemX | The Workforce Experts Technical Service Engineer at RemX | The Workforce Experts in Middleville, Michigan Posted in 7 days ago.

Type:

full-time

Job Description:

Technical Support Engineer•

HVAC/Mechanical Location:

Middleville, Michigan Schedule:

In Office•Monday-Friday, 9:00 AM-6:00 PM (some flexibility available depending on business needs)

Base Salary:

$50,000•65,000 DOE Position Overview The Customer Service Technician provides high-level customer service and technical support in a fast-paced contact center environment. This role supports HVAC professionals, plumbers, mechanical contractors, and service technicians by phone (not homeowners) by delivering accurate troubleshooting guidance, installation support, and solution-focused assistance. This position is ideal for someone with field experience who enjoys solving problems, educating others, and de-escalating complex technical or service-related issues with professionalism and empathy. Key Responsibilities Deliver exceptional customer service and technical support to HVAC specialists, contractors, distributors, and service professionals via inbound phone calls (approximately 20 calls per day) Troubleshoot product, installation, and application issues and guide callers to effective solutions Demonstrate excellent customer de-escalation skills, resolving challenging or high-pressure situations calmly and professionally Review service cases to determine site-related, installation-related, or component-related issues Support and assist with customer claims and ensure timely and accurate service resolutions Collaborate with internal teams to escalate and resolve complex technical concerns when necessary Clearly document service interactions and resolutions in internal systems Maintain a strong focus on customer satisfaction, professionalism, and technical accuracy Required Qualifications Strong customer service skills, including experience handling escalations and de-escalating tense situations Passion for problem-solving and finding solutions Comfort working in a structured, fast-paced contact center environment Strong verbal and written communication skills Ability to work independently while also collaborating within a team setting High school diploma or equivalent Preferred Qualifications Field experience as an HVAC, Mechanical, Electrical, or Plumbing Technician Hands-on experience working with HVAC, plumbing, or mechanical systems EPA 608 certification NATE certification Type/Title 603 certification Master Plumber certification Familiarity with HVAC, plumbing, or mechanical terminology and best practices Associate degree or technical certification in HVAC, Plumbing, or a related trade Benefits & Perks Very strong health insurance plan Generous PTO Employer contributes approximately 25 percent of the employee's annual salary directly to the retirement plan No employee payroll deductions required for retirement contributions Stable schedule with long-term career growth opportunities Supportive, professional, and technically driven work environment